Refund due to building issues.

[Alban23]

I’ve had to cancel a guest booking part way through due to water leak from an apartment above. What is the best way to refund the guest, using the send/receive money function or cancel the booking? There is about $100 difference between what I have received and what the guest was charged by Airbnb. 

[Gordon0]

No, @Alban23. Get straight on to Airbnb customer services. This sounds like extenuating circumstances and they should help.

[Branka-and-Silvia0]

@Alban23 

I had the same situation and called Airbnb CS.

My guests and I had to agree to alter/shorten their reservation and to get a full refund for days not spent.

I found them another accommodation in the next building and helped them relocate. 

The only problem was the length of the procedure with Airbnb. It took me more than a half-hour on the phone with a rep who asked me numerous questions to verify myself so for someone who has to pay international phone calls this is a very costly process. I am superhost so at least they immediately picked up the phone. Togerwith calling my neighbor, showing my guests another apartment, and helping them relocate - it took more than an hour. That's a long time while you are dealing with leaking boiler in the same time (mine is located in the wardrobe with a lot of my stuff in it and laminate flooring and the carpet all arround)

I am not sure how long my guests had to wait for a refund, luckily it was just 60€ for one day.

I was also asked to provide the pictures of the leaking boiler to prove the reason for alteration.

The next time I wouldn't call and lose the time with CS. I would ask my guest to send me an alteration request, I would accept it and that's it....or I would leave my reservation as it is, relocate them to my friend's apartment and I would pay to my friend directly.